About the job IT Service Desk SupervisorOur client seeks to hire professionals with at least 20 years of experience.
The candidate should possess excellent management skills that allow them to organize the internal team to meet daily workloads and good communication skills to mentor the team and interact with clients.
Strong IT skills will be valuable, but they are not a must-have.
They will consider candidates that do not have an IT background but have proven managerial and communication skills.
The successful candidate will work on a rotational shift schedule as our client operations run 24 hours a day, 7 days a week.Duties and Responsibilities:Oversee the day-to-day operations of the service desk.Manage a team of service desk agents.Train and mentor service desk staff, promoting a culture of continuous learning and improvement.Contribute to the process of managing tickets or calls logged at the service desk.Ensure all incidents logged are accurately categorized.Take ownership and resolve or escalate incidents as necessary.Collaborate with other departments to ensure seamless communication and support for all client-related issues.Ensure tickets are regularly updated with relevant information to facilitate customer communication and timely resolution.Check that incidents are fully resolved and users and/or clients are satisfied before closing the related incident.Monitor backlog and use escalation channels to involve the right team in resolving tickets in a timely manner.Monitor and manage service level agreements (SLAs), ensuring targets are met and clients are satisfied.Develop and maintain SLAs.A good understanding of daily IT operations will be beneficial.Display excellent levels of client engagement.Demonstrate operational team management and leadership skills.Have a broad understanding of project management principles.Possess strong problem-solving skills.Qualifications:Higher National Diploma in Technology.Bachelor's Degree in Computer Science or a related field (advantageous).
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